Andrews

achieves 27% response rates with Campaign Manager Tool

Case Studies

The Challenge

Award-winning estate agents Andrews have over 70 years’ experience in bringing people and property together.

From sales and lettings to conveyancing and mortgages, they offer everything property, all under one roof. Andrews understand just how important buying and selling a house can be and strive to deliver exceptional service and customer experience across all their branches.

They recognised the important role customer reviews play in building trust in their brand but struggled by themselves to engage customers enough to have them leave regular feedback.

Needing more reviews and a better understanding of individual and branch performance, they turned to Feefo to start collecting and analysing genuine customer feedback to help them prove the quality of their service and improve the customer experience.

logo_andrews

“Feefo has been a crucial tool in helping to encourage reviews from our customers, whilst also giving greater insight into what our customers really think about our agency, track key trends and better report on branch performance across the entire business.”

Nick Moir, Head of Marketing, Andrews

93%

increase in valuation activity

The Solution

Feefo’s invite-only platform gave Andrews the chance to proactively ask their customers for reviews, with the added safety net of knowing that every review they received was the opinion of a genuine customer.

Using Feefo’s Campaign Manager Tool lets Andrews create multiple review campaigns to strategically ask for feedback at any stage of the
customer journey.

With Andrews dealing with a range of customers from vendors and landlords through to buyers and solicitors, being able to tailor the review requests has helped massively in making sure that they’re asking for the right feedback, from the right people, at the right time to maximise the chance of getting positive responses.

  • Feefo hasn’t only allowed Andrews to collect more customer feedback. Being able to tag and track their reviews by branch and staff members has given them a clearer picture of wider business performance.

Reporting monthly on these figures, Andrews has gained a deeper understanding into the inner workings of their branches and reward good performances, whilst quickly ironing out issues that may have otherwise gone unnoticed.

27%

feedback response rates

34%

34

customer feedback awards won at ESTAS

The Results

Since using Feefo to collect customer feedback, Andrews has seen a sharp rise in the number of reviews coming into the business.

A combination of smarter targeting and simple, single-click feedback request forms means the past 12 months has seen Andrews collect over 600 invaluable service reviews.

  • Being able to customise the review requests for every type of customer and scenario has increased engagement, resulting in monthly response rates soaring as high as 26%*.

With an average Feefo feedback score of 4.6 out of 5, Andrews also qualified for the prestigious Gold Trusted Service Award in 2019.

*December, 2018

This mark of excellence sets Andrews apart from their competitors and is proof of the fantastic service that they offer their customers when they’re making one of the most important decisions of their lives.

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